Trade in payment not received - scam

[Mary7]

Still not received payment from phone trade in. 
The payment was released on 19th October. 
They say wait 5 days it’s now been 13 days.

Anyone else having the same, it says on three website quick pay out 😂😂😂 not impressed at all. It’s false advertising 

Contacted customer service they say it’s coming but can’t say when. It’s ridiculous 

[CRooney]

Another person waiting on a trade in payment apparently made on 3rd April and arriving in 5 working days. Ingram say Three make the payments (in which case how do they know the payment was made on 3rd April?) and Three say maybe I should try and contact Ingram. What appalling customer service. If you’re thinking of trading in with Three don’t bother. I’ve asked for my payment immediately or my handset returned. Don’t anticipate either of those things will happen. Dreadful.

[Spurslady74]

I have recently had this problem. I've not waited as long as most of you, but if they say it will be 5 working days then that's what it should be. I contacted the email address listed in the emails sent about the trade in and they are saying it is Three's issue as they don't have the same systems and the payment will be sent to the details on my Three account so if they differ it I have to go in the store. I have checked my details and they are what they should be, so this is just a brush off!

[JonathanB]

Hi @Spurslady74,

I'm sorry to hear about a delay with your Trade In payment. Did you receive the email which confirmed the device had been received and checked over, and if so what date is the payment supposed to be going through according to that email? Was this a payment to your bank account, or a discount to your new device repayments?

Thanks,
Jonathan

[Craig333]

I have also had this problem.

It's now nearly three weeks since I should have received the money into my bank account!.

I have contacted Ingram and rhe money has been passed onto three as i have confirmation emails, but no one at three is accepting accountability.

I've spent the best part of 5 hours phoning three and the trade in, and have been passed from pillar to post 

I went through complaints live chat and they said they would get back to me within 48 hrs, but never did!.

I ended going up going into store so I could speak to someone directly, and apparently we're not the only ones this is happening to!

I will be seeking legal advice as I've never experienced such shocking customer service even though I have been a three customer for the best part of 20 years!

[JonathanB]

Hi @Craig333,

I'm really sorry to hear about this situation. I'll highlight your feedback as I know this is a really disappointing and frustrating position to be in. When was the payment originally supposed to happen, and did you receive the email from the Trade In team confirming this?

Have you received any further updates from the team since posting this?

Thanks,
Jonathan

[Dobrzinskis]

wait 3 weeks payment from old s24 ultra not see . no answer just call to three ???? and how long wait ???

[JadeF]

Hey @Dobrzinskis 

That's a long time to be waiting on your payment. You'd usually receive this within 5 working days of our Trade in partner Ingram receiving the device. 

Have you contacted Ingram to find out what is causing the delay? 

If not, you can call them on 0333 400 8296 or reach them by email at threetradein@ingrammicro.com. 

Let us know how you get on,

Jade

[LauraRedWitch]

Hi,

I'm having exactly the same experience, I've been waiting well over the alleged 5 days for the payment that was meant to come in and have been waiting on the phone for almost an hour with no one picking up.

I have also emailed but will take this further if not getting any solid answers soon.

[PeteG]

Hello, Mary.

That doesn't sound like a great experience. Usually the money is received within 5 working days after the payment is processed. 

As you've already waited beyond that point, it might be worth calling Ingram Micro on 0333 400 8296, or drop them an email at threetradein@ingrammicro.com and asking them to confirm if the refund was indeed processed, and ask them to confirm what the refund option was, this is to make sure the option was in fact to refund to your bank account. 

Pete.